Evaluation of a CRM System Implementation in China

摘要

This paper presents an evaluation of a multi-national company's Customer Relationship Management system in China. The implementation in China was part of the first wave of the global implementation of the system. The aim of the evaluation was to evaluate the first wave of implementation in order to improve the system and the implementation. Based on the evaluation a list of action items was generated, including improved resource planning, acceptance testing, training, timing, usability, new functionality, information and communication, and user forums.